*Trainer - Voice | Kolkata*

*Job Code:* 434137

*Location:* Kolkata

*Experience:* 3-8 Years

*Band:* BPO 2/3

*Salary:* Up to ₹9 LPA

*Process:* Inbound / Outbound / Blended International Voice Customer Care

*Shift:* Rotational shifts, including night / graveyard shifts, based on business requirements

*Job Type:* Full-time

Job Summary

We are looking for an experienced Process Trainer – Voice to design, deliver and continuously improve training programs for international voice customer-care operations. The role will be responsible for new-hire training, cross-skilling, refresher learning, nesting support, knowledge reinforcement and targeted coaching.

The ideal candidate should have strong international voice experience along with hands-on exposure to training, coaching, nesting support or knowledge management.

Key Responsibilities

- Deliver new-hire, process, cross-skill, upskill and refresher training for international voice teams

- Develop training plans, lesson plans, facilitator guides, learner materials, assessments and certification criteria

- Conduct engaging training through demonstrations, role plays, mock calls, case studies and practical exercises

- Train associates on complex-query handling, probing, active listening, empathy, de-escalation, retention and difficult conversations

- Coach associates on complaints, irate customers, high-bill explanations and critical escalations

- Conduct assessments, track learner progress and certify associates against readiness criteria

- Provide floor and nesting support, identify performance gaps and coordinate remediation

- Analyze quality results, customer feedback, repeat-contact drivers, escalation trends and operational errors to identify training needs

- Partner with Operations, Quality, SMEs and Compliance teams to ensure training content is accurate and aligned with processes

- Maintain and update SOPs, knowledge articles, job aids, call flows and training materials

- Track training effectiveness through assessment scores, certification, nesting performance, quality improvement and learner feedback

Required Skills & Experience

- 3-6 years of international voice customer-service experience

- At least 1 year of experience in process training, coaching, nesting support or knowledge management

- Strong spoken and written English with clear pronunciation, voice modulation and professional communication

- Strong knowledge of active listening, probing, empathy, de-escalation, objection handling and customer retention

- Experience delivering classroom, virtual or blended training

- Ability to conduct training needs analysis and convert operational or quality gaps into focused learning interventions

- Experience developing lesson plans, training content, assessments, job aids and knowledge materials

- Ability to assess learner readiness through knowledge checks, mock calls, simulations and nesting observations

- Working knowledge of LMS, virtual training platforms, CRM / case-management systems, knowledge bases, Excel and presentation tools

- Understanding of customer verification, privacy, mandatory disclosures and process-compliance requirements

Preferred Skills

- Utilities – Electricity & Gas Customer Service experience

- Knowledge of customer lifecycle, billing, payments, complaints, retention, complex-query resolution and escalations

- Train-the-Trainer, facilitation or instructional-design certification

- Lean Six Sigma Yellow or Green Belt, if applicable

- Bachelor's degree in any discipline preferred